IT Help Desk Assistant

Access: Supports for Living•Middletown, NY

1d•Hybrid

About The Position

The IT Helpdesk Assistant is responsible for providing effective technical assistance and guidance with information technology systems. This role includes managing incoming help desk tickets and accurately documenting relevant information in the ticketing system. The IT Helpdesk Assistant will provide technical support for help desk calls and create corresponding tickets in the help desk ticketing system. They will manage and monitor all incoming tickets, ensuring all necessary information is collected for resolution. This role also involves performing basic troubleshooting and assistance via phone or through remote support tools. Additionally, the IT Helpdesk Assistant will travel to different agency sites as needed. Locations include but not limited to: Orange, Ulster, Dutchess, Sullivan, Columbia, Greene, Queens, and Westchester County. Additional assignments or duties may be determined at a future date based on organizational needs.

Requirements

Strong customer service skills, with the ability to respond effectively and in a timely manner
Excellent written and verbal communication skills; ability to interact professionally with internal stakeholders at all levels
Strong organizational, time management, and prioritization abilities
Valid unrestricted driver's license required
Reliable transportation required
Basic knowledge of Microsoft desktop systems, operating systems, and the Office application suite
Minimum of 1–2 years of progressive experience in computer hardware and software support
Must be capable to sit or stand in front of a computer for long-periods of time
Able to work in open space floor plan
Must be capable to move throughout work day (and follow individuals throughout the community)
Work alongside co-workers within 3 feet
Must be able to move in tight spaces
Occasional lifting of > _15+ pounds

Nice To Haves

Bilingual (English and Spanish) a plus
Associate Degree in Computer Information Systems or a related field preferred
Previous customer service experience in a help desk environment preferred

Responsibilities

Provide technical support for help desk calls and create corresponding tickets in the help desk ticketing system
Manage and monitor all incoming tickets, ensuring all necessary information is collected for resolution
Perform basic troubleshooting and assistance via phone or through remote support tools
Travel to different agency sites as needed. Locations include but not limited to: Orange, Ulster, Dutchess, Sullivan, Columbia, Greene, Queens, and Westchester County.